Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.
Callminer
OCTOBER 2, 2017
Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more.
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Fonolo
OCTOBER 4, 2017
10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry. Avaya faced a tough challenge to reach a restructuring agreement with their many debt holders, and to have it done quickly in order to minimize the damage to the brand, and the slow bleed of customers to competitors.
eglobalis
OCTOBER 3, 2017
Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better? In the past 18 months, we’ve seen several major customer experience blunders from big brands. There is a pathway to improving customer experience globally, but it’s not necessarily the way we think about it now.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Beyond Philosophy
OCTOBER 5, 2017
The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.
Uniphore
OCTOBER 5, 2017
Today, leading brands and service providers are turning to the amazing cognitive technology offered by “chatbots” to better manage and automate the customer service experience. At the same time, another technology gaining traction in the industry, Robotic Process Automation, is also being referred to as a “bot,” and it has started to create some confusion.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
eglobalis
OCTOBER 3, 2017
In my last article, I talked about quality by looking partially at the Samsung Galaxy S7 product issues. My focus in working with clients is often all the risk aspects that can impact the quality of customer experience, so I want to continue discussing quality. In this article, we’re going to use two personal examples (from different sectors) to illustrate points about trust and customer experience.
Beyond Philosophy
OCTOBER 2, 2017
It was a slow summer at movie theaters and Hollywood is blaming an unlikely culprit: the online review site Rotten Tomatoes! The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. If you aren’t familiar with Rotten Tomatoes, it assigns movies a percentage score based on the relative number of positive and negative reviews.
Customer Bliss
OCTOBER 5, 2017
You have probably heard of the Equifax scandal by now, which has ratcheted up to being called “a tragedy.” 143 million accounts — that would be equivalent to about 40% of the people in the United States — were compromised. Their former CEO, Richard Smith, testified before Congress recently. This is one part of the exchange: “It’s like the guards at Fort Knox forgot to lock the doors and failed to notice the thieves were emptying the vaults,” Greg Walden, the chairman of
Totango
OCTOBER 2, 2017
Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams to give them focus, tailored processes, and specific metrics that make sense for their line of business.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Fonolo
OCTOBER 5, 2017
Ok, let’s face it; the age of robots is now. As businesses automate their sales and support teams, chatbots and other AI programs are becoming increasingly popular. So, if you’ve been living under a ROCK and need a refresher, please allow me to explain chatbots in layman’s terms. A chatbot is a computer program that automates certain tasks by chatting with customers through a conversational interface, like Facebook.
ProProfs
OCTOBER 5, 2017
In the past few months, I have encountered quite a few HR professionals who complained about the rising problem of involuntary attrition. While most of them were worried about the ballooning cost by losing talent, I was keen to find out the reason that makes an employee choose greener pastures. Although it is tough to find out who drives the happiness of employees at work, I have come to the realization that hiring an individual from a top university or even a leading MNC doesn’t guarantee reten
UJET
OCTOBER 5, 2017
As it’s National Customer Service Week, we wanted to take some time to shine a light on how UJET provides a window into customer issues, arming agents with the proper tools to make their jobs – and overall support experiences – easier.
Customer Service Life
OCTOBER 4, 2017
In episode #31 we break the ice with our friend, Jim Rembach. He’s a podcaster, contact center thought leader, and Director of Sales and Marketing at Rulai, Inc. Be sure to check out The Fast Leader Podcast and connect with Jim on LinkedIn and Twitter. Tune in as we share our favorite podcasts and talk about what it takes to be a contact center leader in 2017.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Fonolo
OCTOBER 3, 2017
Credit unions must be competitive in order to stand out from those big mean banks; they must establish a truly unique offering to attract new membership. One way to successfully accomplish this is through the member experience. Since credit unions tend to serve local communities, it’s important for each member to feel appreciated by their financial institution.
ProProfs
OCTOBER 3, 2017
Imagine a situation where you are asked to create an elearning program or search for a suitable learning management system (LMS) tool for achieving your training requirements. You encounter the term “SCORM” and start thinking, “What does it mean? Why is it important? What does it have to do with online learning?”. Don’t worry! You are not the only one.
Taylor Reach Group
OCTOBER 3, 2017
By: Turaj Seyrafiaan. We all have heard that Customer Satisfaction is important and of high value to the business. But what does that mean? What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013! This shocking, even frightening statistic comes to us from our friends at NewVoiceMedia.
Provide Support
OCTOBER 6, 2017
Customer Service KPIs for Live Chat Teams. Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts. More than that, they often are the only contact a customer has with a company. If your business is in need of creating or growing a customer service team, there should be a process of evaluating its performance to make the team succ
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
eglobalis
SEPTEMBER 30, 2017
Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern.
DMG Consulting
OCTOBER 4, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. The 3 Contact Center Applications That Pay for Themselves. 9/29/2017.
Kerry Bodine
OCTOBER 2, 2017
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our next customer journey mapping workshop, November 15 & 16 in Chicago. Combined with our early bird registration, you’ll save $150 in total!
Customer Bliss
OCTOBER 3, 2017
Episode Overview. Multi-time CX leader Enrique and I have a frank conversation about when it’s time to evaluate if the CX role you’re in has the advocacy you need to be successful, and how to get traction when you’re in the right environment for success. . About Enrique. Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
eglobalis
OCTOBER 1, 2017
The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession.
CX Journey
OCTOBER 5, 2017
Image courtesy of Pixabay How can anyone become complacent about running a business? or about winning at business? It happens! It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer ex
Kerry Bodine
SEPTEMBER 30, 2017
A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. That study was all about end consumers.
Kate Nasser
OCTOBER 1, 2017
Business leaders: Are you unwittingly telling your loyal customers that you prefer new customers? Don't make this mistake. Tips fr Kate Nasser, The People Skills Coach™. The post We Prefer New Customers But Thanks Anyway for Your Loyalty | #custserv appeared first on KateNasser.com.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
ClientSuccess
OCTOBER 5, 2017
This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. This webinar was held on Tuesday, October 17, 2017 at 12:00 pm Mountain Time on the topic: When to Invest, Specialize, and Scale Customer Success.
Confirmit
OCTOBER 3, 2017
There’s often a lot of focus on Customer Experience (CX) in industries like retail, banking and hospitality. This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals. However, CX in a business-to-business (B2B) environment often presents greater challenges, despite there being small data sets to deal with.
1 to 1
OCTOBER 6, 2017
Catering to about 26 million unique visitors a month on its U.S., political news website POLITICO has become a go-to resource for people looking to keep up with the ins and outs of Washington. In the fast-paced, competitive media industry, the company wanted to better understand why its users visited, and what they wanted from the site. In February 2017, it launched an online community dubbed “POLITICO Insiders,” designed to allow readers to share insight on why and how they use POLITIC.
Uniphore
OCTOBER 6, 2017
It’s no secret that the holiday season is often the busiest time of the year for many businesses. In fact, 20-40% of annual sales for retailers are generated over the last two months of the year, so the pressure on holiday retailers is high. For many customers, the way in which a company delivers its customer service determines whether they choose to give that company their business.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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